RESIDENTIAL AND SMALL COMMERCIAL primarily end users consuming electricity at the customer’s
TERMS OF SERVICE place of residence for personal, family or household purposes
Just Energy Texas L.P. d/b/a Just Energy
P.O. Box 460008, Houston, Texas 77056
PUCT Certificate No. 10052|www.JustEnergy.com
CustomerSupport@JustEnergy.com | 1.866.587.8674
Mon - Fri: 8:00am to 7:00pm CST (Residential)
Saturday: 9:00am to 6:00pm CST (Residential)
Mon – Fri: 8:00am to 6:00pm CST (Small Commercial)
1. Key Defined Terms. Advanced Metering Charge: a charge
assessed to recover a TDU’s charges for Advanced Metering
systems, to the extent that they are not recovered in a TDU’s
standard metering charge. Agreement: collectively, the Letter
of Authorization (front page) and these Terms of Service
(TOS), the Electricity Facts Label (EFL), Your Rights as a
Customer (YRAC), and Prepaid Disclosure Statement (PDS) if
applicable. ESI ID: the electric service identifier(s) set out on
the Application for Service and any attached schedules. Each
ESI ID is bound by this Agreement. Base Charge: A charge
assessed during each billing cycle to each ESI ID without regard
to the customer’s demand or energy consumption. Contract:
Written agreement between Customer and us disclosing terms
of service, rate and charges, expiration date, and product type.
Connection Balance: For Customers on a prepaid contract, a
Current Balance of no greater than $75.00 required to establish
or reconnect prepaid service. Current Balance: For customers
on a prepaid contract, an account balance comprised of credits
minus amounts owed. Customer: the account holder named on
the Application for Service, also referred to as “you” and “your”.
Demand Charge: For non-residential customers (if applicable),
a charge billed by the Utility, based on the rate at which electric
energy is delivered to or by a system at a given instant during
the billing cycle. For Advanced Metering systems, demand is
the highest recorded usage of electricity in 15-minute intervals
per kWh or as kVA, also known as peak demand. Your TDU or
TDSP Pass- Through Charges includes the applicable Demand
Charge. Disconnection Balance: For Customers on a prepaid
contract, an account balance of $10.00 or less whereby we may
initiate disconnection of service. Energy Charge: a charge
per kWh for electricity consumed, which includes the cost of
electricity supply (and Utility Pass-Through Charges if specified
on your EFL). ERCOT: Electricity Reliability Council of Texas.
Future Use: our reasonable calculation of your anticipated
electricity consumption for the remainder of the Term. AutoPay:
Just Energy’s automatic payment system in which customer’s
payment is automatically withdrawn from an account or charged
to a customer’s credit card. JustGreen: our Green Energy
options for electricity (“JustGreen”) to offset up to 100% of your
energy usage. There is not an additional flat fee if JustGreen is
automatically included in your plan. Just Energy: Just Energy
Texas L.P. d/b/a Just Energy, also referred to as “we”, “our”,
“us”, “your REP”, or “your chosen REP”. Minimum Usage
Credit/Fee: a credit or charge assessed each billing cycle
based on customer’s energy consumption. Prepaid Disclosure
Statement (PDS): A document associated with a prepay
plan that provides the Connection Balance, Disconnection
Balance, and other details regarding the plan. PUCT: the Public
Utility Commission of Texas. REP: Retail Electric Provider.
Residential Customer: Retail customers classified as
residential by the applicable utility tariff, unbundled transmission
and distribution utility tariff or, in the absence of classification
under a residential rate class, those retail customers that are
and who are not resellers of electricity, and/or as defined in the
PUCT Substantive Rules and/or classified as noncommercial
&/ or non-demand meter weathered residential service. Rules:
the PUCT Substantive Rules Applicable to Electric Service
Providers and ERCOT protocols. Sanction Person: Any person
that is (a) the subject or target of Sanction. or (b) located,
organized or ordinarily resident in a Sanctioned Territory, or
(c) 50 percent or more owned or controlled (as such term is
defined by the relevant Sanctions) by one or more person(s)
described in paragraph (a) or (b). Sanction Territory: At any
time, a country or territory which is the subject or target of (a)
comprehensive Sanctions. included the so-called Donetsk
People’s Republic, the so-called Luhansk’s People’s Republic,
Crimea, Cuba, Belarus, Russia, and Venezuela. Sanctions:
Sanctions means any economic, financial or trade sanctions
or restrictions administered or enforced by Canada (including
government of any province or territory thereof),the United
States (including the Office of Foreign Assets Control of the U.S.
Department of the Treasury, the U.S. Department of State and
the U.S. Department of Commerce), the United Nations Security
Council, the European Union and any member state thereof,
and the United Kingdom (including His Majesty’s Treasury of
the United Kingdom). Small Commercial Customer: A non-
residential customer that has a peak demand of less than 50
kilowatts during any 12-month period, unless the customer’s
load is part of an aggregation program whose peak demand is in
excess of 50 kilowatts during the same 12- month period. Term:
the initial term of this Agreement, as set out in paragraph 4 of
these Terms of Service. Usage: your electricity consumption in
kWh. Utility: your transmission and distribution utility (TDU) or
Transmission and Distribution Service Provider (TDSP). Utility
Pass-Through Charges: all charges for electricity delivery to
your ESI ID, excluding Special Services Fees, assessed by your
Utility without mark-up by Just Energy.
2. Appointment of Agent. You give us the exclusive right to
act as agent on your behalf in making all supply and delivery
arrangements with your Utility and others in order to provide
electricity to your ESI ID(s). You request that we initiate service
for each ESI ID or transfer service from your current REP to Just
Energy, as applicable. You agree, now and throughout the Term,
that you: (a) are not, and will not be, bound by an agreement for
your ESI ID with a REP other than Just Energy; and (b) will not
cancel or modify our appointment as your exclusive agent.
3. Enrollment. Your ability to enter this Agreement depends
on whether you meet certain requirements: (a) your Utility
accepts our request to enroll you in accordance with the Utility’s
enrollment rules; (b) we can verify your information by recorded
phone call (or other means acceptable to us); (c) you are credit
worthy; and (d) you are not already enrolled with us (existing
customers can only renew their service and/or authorize a new
Agreement}. You consent to the recording of phone calls related
to this Agreement.
4. Term. The Term of this Agreement begins on the “Start Date”
and expires on the “End Date” (if no selection is made, the Term
deemed to be the longest of the available options). Start Date:
the day we begin supplying electricity to your ESI ID under this
Agreement. If you are a “move-in” Customer, the Start Date will
be as close as reasonably possible to the move-in date provided
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by you. If you are a “standard switch” Customer, the Start Date
will be within seven business days of your first available switch
date. If you are “self-selected switch” Customer, your Start Date
will be as close as reasonably possible to the switch date you
select. You understand that the Start Date may be delayed (for
reasons such as the Agreement being improperly completed, not
submitted to Just Energy, not implemented by your Utility, etc.),
at our discretion. End Date: our last day of electricity supply
to your ESI ID under this Agreement, plus any time required to
obtain a final meter read. A new Term will begin if you enter into
a new contract or if this Agreement is renewed.
5. Renewal. Subject to Governing Law (see www.puc.state.
tx.us), Three contract expiration notices will be sent to you
before the end of your initial contract term. One or more
of these notices may contain available renewal offers. The
final notice will include the terms and EFL for the default
renewal product. An Early Termination Fee (if applicable)
applies if more than 14 days remain in the term. You will
automatically transition to the Default Renewal Product
(see para. 12.1) on a month-to-month basis if you do not
renew your agreement, select another Just Energy product,
or switch to another REP by the contract expiration date.
6. JustGreen. For JustGreen, we will purchase renewable
energy certificates or attributes (a) up to 100% of our energy
usage for residential customers, or (b) 20% per unit (up to five
units) for non-residential customers. If JustGreen is an option
on your plan, then you may (a) request to discontinue the
use of JustGreen for residential customers, or (b) change the
number of units purchased for non-residential customers, at any
time so long as you are not in breach of this Agreement. If the
commodity plan automatically includes JustGreen, then there
is not a separate flat fee each month, and JustGreen cannot
be discontinued without switching plans. JustGreen may be
suspended or discontinued by us at any time, in which case you
would then stop paying for it, but the rest of this Agreement will
remain in effect.
7. Charges under this Agreement. We will supply you with
electricity and JustGreen, as applicable. You agree to pay the
following: (a) the Energy Charge multiplied by your usage; (b) the
JustGreen Charge; either included in the plan or as an additional
flat monthly fee, if applicable (c) Utility Pass-Through Charges
(unless included in your Energy Charge); (d) the Base Charge
and/or Minimum Usage Credit/Fee per ESI ID, if applicable; (e)
an Advanced Metering Charge, if applicable; (f) any Special
Service Fees (g) any charges approved by regulatory authorities
that are eligible (h) Taxes. Charges and fees are as specified on
your EFL or otherwise in this Agreement.
8. Special Service Fees. Any additional non-recurring charges
or fees that we are required to pay by your Utility, including, but
not limited to, disconnection and reconnection fees, metering and
installation charges, and move-in or switching fees. Special Service
Fees also include any non-recurring charges or fees identified in
this Agreement including, but not limited to, late payment penalties,
charges for disconnection and reconnection and insufficient funds
charges. We will charge: a) a Disconnection Notice fee (DNP Notice
Fee) as set forth on your EFL for each instance in which we send a
letter notifying you of possible disconnection for non-payment; b) a
$25 Disconnection Fee (DNP Fee) if your service is disconnected;
c) a Late Payment Penalty equal to 5% of your late bill’s past due
amount if you are late making a payment; and d) a $25 Insufficient
Funds Charge (NSF Charge) for returned payments. Additional
product-specific fees and charges will be disclosed to you on the
EFL provided for the product you select.
9. Taxes. You will pay lawful taxes and surcharges that may
apply to the charges. This may include, but is not limited to,
gross receipts surcharges imposed on us by the State of Texas
and/or local municipalities and the PUCT assessment fee that
we pass through to you. If you are tax exempt, you must provide
Just Energy with your tax exemption certificate.
10. Credit Requirements. We may require you to demonstrate
and maintain satisfactory credit as a condition of providing
service under this Agreement, and you authorize us to access
and use information about you to review your credit history. You
will be deemed to have satisfactory credit if you (i) are 65 years
of age or older and are not currently delinquent in payment of
any electric service account; or (ii) provide a certification letter
developed by the Texas Council on Family Violence evidencing
that you are determined to be a victim of family violence.
11. Deposits. If you are unable to meet the Credit Requirements,
we may require a deposit prior to implementing this Agreement.
We may also require a deposit from you during the Term if
during the previous 12 months of service under this Agreement
you (a) were late in paying a bill more than once; or (b) had your
service disconnected for nonpayment. We may require you to
pay an additional deposit if within the previous 12 months (i)
your average bills are at least twice the amount of the original
estimated annual billing; and (ii) a disconnection notice has
been issued to you. The total of all deposits will not exceed
the greater of (A) the sum of the next two months estimated
billings; or (B) 1/5th of estimated annual billings. Estimated
annual billings may be based on an estimate of average usage
for your customer class. A deposit is not required if the customer
or applicant is a governmental entity. After 12 months of service,
you may request that the deposit amount be recalculated based
on your actual usage. You must pay any deposit requested
within 10 days of our request, which may be combined with
a disconnection notice. We will refund your deposit by a b ill
credit when you have (a) paid bills for service for 12 consecutive
months with no late payments for residential customers, (b) paid
bills for service for 24 consecutive months with no late payments
for non-residential customers, or (c) close your Just Energy
account. You will receive interest on any deposit held longer
than 30 days at the annual PUCT rate. Upon request, payment
of accrued interest will be made to you once a year. If you
qualify for low-income status as defined by the state, you may
pay any deposit that exceeds $50 in two equal installments. For
Customers on a prepaid contract, we will not require a security
deposit. Acceptance of prepayment amounts is solely for your
convenience and will not be considered a deposit. We will not
pay interest on any Current Balance.
12. Type of Products. We provide electricity under two different
product types: fixed rate and variable price. Your EFL specifies
the product type and the term that applies to your contract.
Please note that only those parts of this paragraph 12 that
describe your specific product type will apply to your contract.
12.1 Fixed Rate Products. Fixed Rate Products have a
contract term of at least three months, including non-residential
customers, provided that your peak demand does not exceed
fifty (50) kW during the term of this Agreement, the price of a
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fixed rate product (including all recurring charges and ancillary
service charges) may only change during a contract term to
reflect actual changes in TDSP charges, changes to the ERCOT
or Texas Regional Entity, Inc. administrative fees charged to
loads, or changes resulting from federal, state or local laws
that impose new or modified fees or costs on us that are
beyond our control. Price changes resulting from these limited
circumstances do not require us to provide you with advance
notice, however, each bill issued for your remaining contract
term will notify you that a price change has been made. The
price may not vary from the disclosed amount to reflect changes
in ancillary service charges without approval from the PUCT.
12.2 Variable Price Products. The price of a variable product
can change, without notice to you, after your first billing cycle at
the sole discretion of Just Energy. Variable price products have
a contract term of thirty-one (31) days or less and a price that
varies according to the method disclosed on your EFL.
12.3 Default Rate Product. If you are on a fixed-rate or term
product, you may be transitioned to our Default Rate Product
at the end of your term if you do not respond to our Contract
Expiration Notice. The Energy Charge for the Default Rate
Product will vary from month to month as determined by Just
Energy and can be canceled without Exit Fees. Unless otherwise
noted in the Contract Expiration Notice, these Terms of Service
will apply to the Default Rate Product with the exception of
paragraphs 3, 5, and 15. Your level of JustGreen participation
will remain at your initial level selected at enrollment unless
canceled.
13. Billing, Payment. Unless you are a Customer on a prepaid
contract, we will bill you monthly unless the TDU/TDSP provides
service for less than one month, within thirty (30) days of when
the TDU/TDSP provides us with your ESI ID usage information
(which may include), unless validation of the data is required
resulting in a delay. If your Utility does not furnish us with the
necessary billing information, we may bill you based on estimates
and any difference between your estimated bill amount and the
actual amount will be reconciled upon Just Energy receiving the
actual consumption amount from your Utility. If you agree to pay
us by credit card or bank debit, your authorized signature on the
Application of Service will be your authorized signature for such
transactions and we will debit the full amount of each monthly
bill, including late payment charges and Exit Fees from your
credit card or bank account. If you fail to pay us as a result of
insufficient funds on your credit card or in your bank account,
you will be charged the greater of (i) $25; or (ii) the amount
we are charged by our bank for such failure. If you fail to pay
any amount due under this Agreement, you will be responsible
for all reasonable fees and expenses (including attorney’s fees)
incurred by us in collecting the amount due and we may notify
credit agencies of any failure to pay.
Note – Just Energy reserves the right to refuse credit card and/
or debit card or bank account payment methods if there are
two or more returned, canceled, and/or reversed payments by
your financial institution(s) in a rolling 12-month period. If two
or more instances have occurred within the past 12 months,
cash, cashier’s check or money order are required. If you are a
Customer on a prepaid contract, instead of receiving a monthly
bill, we (or an authorized payment center) will provide you a
purchase receipt or confirmation number that will show you the
amount of money added to your account by email or SMS text
message. Confirmation of your payment will be made through
an Account Update. We may bill you for previous under billed
amounts due to billing errors or omissions where (a) the under
billing is a result of meter error or meter tampering by you; or (b)
we bill you within 180 days from the date of issuance of the bill
in which the under billing occurred. Unless the under billing is a
result of theft of service, you may qualify for a deferred payment
plan of the under billed amount (contact us for further details).
Interest will not be charged on any under billed amounts unless
the under billed amounts are attributable to theft of service, in
which case interest shall be compounded monthly at the annual
rate set by the PUCT. Such interest will accrue from the date
that you are found to have first tampered with the meter. We
will credit your account as you make payments and reduce the
balance as charges are incurred. On occasion, we may credit
your account at our sole discretion, which will reduce your
monthly bill or charges as a result of the balancing adjustment,
but we will not debit your account for balancing adjustments.
14. Ending this Agreement Early, Breach. If this Agreement
ends early, for any reason, you must still pay all amounts
charged to you up to the early end date.
14.1 Your Right to Cancel: If you are switching to Just
Energy from another REP, you may rescind this Agreement
without penalty at any time before midnight of the third
federal business day after receiving this Agreement. You
may cancel by phone by calling 1.866.587.8674 or by
completing and delivering to us the Notice of Cancellation.
You may also end this Agreement without having to pay the
Exit Fee if (a) you move and provide supporting documentation
of your move; or (b) you receive a notice from Just Energy of
a material change in the context of this Agreement and you
notify Just Energy of your request for cancellation within 14
days of the date the notice is sent to you.
14.2 Our Right to Cancel: We can end this Agreement, at
no cost to us, if: (i) required/allowed by law; (ii) the Utility is
unable to service your ESI ID or electricity has not flowed in a
reasonable time frame; (iii) a legislative or regulatory change
materially alters our ability to profitably perform this Agreement;
(iv) you move; (v) you commit a “Breach” (vi) Just Energy
receives notice or information evidencing that your load profile
classification does not qualify for residential service. (vii) you
are or become a Sanctioned Person; or (viii) performance
under this Agreement would result in a violation of Sanctions
by any person, including Just Energy. Except with respect
to clause (viii), which will result in immediate termination,
you will be given 14 calendar days prior notice if we end the
Agreement. You will be in Breach if you (a) violate a term of
this Agreement or your Utility’s rules; or (b) switch to another
REP during the Term. By enrolling with Just Energy, you are
affirming to us that you provided your correct and complete
name, address and contact information and you do not have
any outstanding balance with us or our affiliated providers.
If there is any evidence that any of these statements are or
is found to be untrue or you otherwise provide fraudulent or
misrepresented information, we may terminate this Agreement
and your service. If you owe us an outstanding balance, we
may transfer the outstanding balance to your current account.
15. Exit Fee. If you end this Agreement for reasons other
than those specified in paragraph 14.1 (Your Right to Cancel)
herein, then, unless you are on a variable price or other month-
to-month product, you may be charged an Exit Fee as set
forth in your EFL. You agree that these Exit Fees are
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genuine pre-estimates of the damages Just Energy would
suffer and not a penalty or other type of charge. You will
remain responsible for all other amounts due, including Utility
disconnection and reconnection fees.
16. Disconnection of Utility Service for Non-Prepaid
Customers (Prepaid Customers Refer to Paragraph 36). If
you fail to pay all amounts when due, excluding any charges that
are not for electric service, we may order disconnection of service
in accordance with Governing Law. You will be given 10 calendar
days (21 days for Critical and Chronic Care) prior notice. We may
re-enroll you upon payment of outstanding amounts owed to us.
In addition to any charges or fees assessed by your Utility, we will
assess a $25 DNP fee if your service is disconnected. If payments
for past due amounts are paid via ACH draft or Check, we will
process reconnection upon verification of funds. We reserve
the right to proceed with disconnection of services for failure
to satisfy your past due/disconnect amounts. Disconnection of
service does not waive your responsibility to pay any outstanding
account balance or Exit Fees.
17. Disconnect Without Notice. The TDU/TDSP may
disconnect your services without prior notification if a life
threatening or dangerous condition exists or where there is
evidence of meter tampering, where unauthorized service
reconnection exists after disconnect or where there is evidence
of theft of service.
18. Level Payment Plan. You may be eligible for our level payment
plan based on a 12 month period if your Just Energy account is
not delinquent. Delinquent customers should contact Just Energy
to determine if they qualify for the level payment plan. Under this
plan you will receive an estimated bill that is the same amount
each month during the period (subject to periodic adjustments).
At the end of each period, we will reconcile the amount you have
paid against the amount you would have paid based on actual
usage and, if you remain on the plan, the difference will be divided
by 12 and the resulting amount will be added to (or subtracted
from) each bill in the next 12 month period. If you do not remain
on the plan, the entire difference will be added to (or subtracted
from) your next bill. We may require a deposit to participate in
the plan. Level billing does not affect your obligation to pay for all
actual usage and other associated charges, taxes, and fees. Low
Income customers as defined by the state are eligible for level
payment plans.
19. Customer Information, Credit Review. You authorize us
to request, access, use, hold, transfer and update personal
information about you (including contact, billing, credit history,
and consumption information) and to obtain it from and provide
it to your Utility, our affiliates, business partners and service
providers that maybe in Canada or the USA, and to communicate
with you about other products and services offered by us and our
affiliates. We will disclose any of your information where required
by law, or in any communication or submission to a government
authority respect to Sanctions. You also authorize us to provide
information about you, including contact information, to our
creditors, suppliers, affiliates, business partners and service
providers for various purposes, including, but not limited to,
customer service related to existing accounts. These purposes
do not include marketing services. Contact a Customer Service
Representative for written information on our policies and
practices regarding use of your personal information.
20. Limitation of Liability. Our liability under this Agreement
is limited to direct actual damages. We are not liable for
incidental, consequential, punitive, or indirect damages, lost
profits, or lost business or for any act or omission of your Utility.
20.1 Dispute Procedures. “Any communications concerning
disputed debts, including an instrument tendered as full
satisfaction of a debt, are to be sent to the attention of the
“Legal Department” at Just Energy Texas L.P. d/b/a Just
Energy [P.O. Box 3607, Houston, Texas 77253-3607]. Any
dispute with respect to a bill is deemed to be waived unless
Just Energy is notified in writing within sixty (60) days of the
bill date.”
20.2 Customer Warranties. Customer warrants and
represents that: (i) Customer is the owner or lessee of record
for all ESI ID locations to be served hereunder and Customer
has the authority to enter into this Agreement for service to
each of these ESI IDs; (ii) any and all of the data given, and
representations made, concerning electric service to its ESI
IDs are true and correct to the best of Customer’s knowledge;
and (iii) Customer shall consume and not resell any power
purchased hereunder with the exception of power consumed
by Customer’s tenants or lessees.
20.3 WARRANTY. CUSTOMER ACKNOWLEDGES AND
AGREES THAT JUST ENERGY DOES NOT PRODUCE,
TRANSMIT OR DISTRIBUTE POWER AND, AS A RESULT,
JUST ENERGY CANNOT WARRANT, AND DOES NOT
WARRANT IN ANY MANNER, THE ELECTRICITY
PROVIDED. NO REPRESENTATIONS OR WARRANTIES,
WHETHER EXPRESS OR IMPLIED, INCLUDING
BUT NOT LIMITED TO, IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE OR USE, SHALL APPLY TO JUST ENERGY’S
PERFORMANCE OF ITS OBLIGATIONS IN THIS
AGREEMENT AND ALL SUCH WARRANTIES ARE
HEREBY EXPRESSLY DISCLAIMED AND CUSTOMER
HEREBY WAIVES ALL SUCH WARRANTIES. JUST
ENERGY MAKES NO REPRESENTATION AS TO THE
SUFFICIENCY, QUALITY OR CONTINUATION OF THE
SERVICES PROVIDED HEREIN.
21. Dispute or Complaints. Binding Arbitration. If you
have any concerns or comments related to this Agreement,
you may contact us using the contact information provided
above. You agree to promptly notify us of any disputed
charge on your bill. You must pay the undisputed portion
of your bill while a billing dispute is being resolved. We
may request that you set out your billing dispute in writing.
We request that you give us the opportunity to resolve any
issue. If we are unable to resolve the issue, you have the
ability to present an informal complaint to the Public Utility
Commission of Texas. If you have an unresolved dispute
or claim between you and us, including our subsidiaries,
affiliates, and/or any of their respective members, officers,
directors, and employees, you agree that you have the
choice of bringing your claim individually to small claims
court or to pursue binding arbitration. You waive any right
to bring or to participate in a class action against us. If
you choose arbitration, any dispute will be handled under
this agreement under the Federal Arbitration Act. Any such
arbitration will be administered by the American Arbitration
Association (“AAA”) and conducted before a single arbitrator
pursuant to its rules, including, without limitation, the AAA’s
Consumer-Arbitration Rules, available at https://www.adr.
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org/consumer. The arbitrator will apply and be bound by this
Agreement, apply applicable laws and the facts, and issue a
reasoned award, if appropriate. Please refer to “Your Rights
as a Customer” for more information.
22. Bill Payment or Other Assistance. You may contact us
if you anticipate having trouble paying a bill or to maintain an
amount above the Disconnection Balance. You may be eligible
for payment assistance such as a Payment Arrangement or a
Deferred Payment Plan. A Payment Arrangement allows you to
pay your bill after the due date, but before the next bill is due.
A Deferred Payment Plan is an agreement between the REP
and a customer that allows a customer to pay an outstanding
balance in installments that extend beyond the due date of the
current bill. For Customers on a prepaid contract, please see
separate provisions for Deferred Payment Plans in paragraph
36. We have additionally partnered with local agencies to
distribute funds donated by our other customers, to help those in
need. Bill payment assistance may also be available by dialing
211, or www.211.org. This service is an excellent resource of
information about local assistance available and services.
Please contact a customer service representative for additional
information regarding any of the aforementioned programs.
23. Critical Care Designation. If an interruption or suspension
of electric service will create a dangerous or life-threatening
condition for you, you may qualify for designation as a Critical
Care Residential Customer – A residential customer who has
a person permanently residing in his or her home who has
been diagnosed by a physician as being dependent upon an
electric powered medical device to sustain life. The designation
or re-designation is effective for two years under this section. A
Critical Care Residential Customer designation does not relieve
a customer of the obligation to pay Just Energy for services
provided, and a customer’s service may be disconnected
pursuant PUC Rules. Prepaid service is not available to critical
care or chronic condition residential customers. If you are on a
prepay product and later become eligible for Critical Care we
will work with you to transition to a postpay product.
24. Amendment, Assignment. We may amend this Agreement
by sending you written notice. Unless required by Governing
Law, you will have 30 days to reject the amendment, in writing.
If the amendment is a material change in the Agreement, we
will provide you with at least 14 calendar days advance written
notice and the change will become effective on the date stated
in the notice unless you terminate this Agreement within 14 days
of the date the notice is sent to you. We may assign any part
of our interest in the Agreement, including to another energy
services company, without your consent. You cannot assign
your rights or obligations without our consent.
25. No Discrimination. We will not discriminate, deny service,
or require a prepayment or deposit for service based on your
race, creed, color, national origin, ancestry, sex, marital status,
lawful source of income, level of income, disability, familial
status location in an economically distressed geographic area,
or qualification for low income or energy efficiency services. We
will not use a credit score, credit history, or utility payment data
as the basis for determining the price for electric service for a
product with a contract term of 12 months or less.
26. Inability to Perform. You accept that certain events beyond
our control, including “force majeure” events declared by our
direct or indirect suppliers, may affect our ability to supply
electricity or JustGreen at your Energy Charge or JustGreen
Charge. If this happens, we may, without liability: (a) temporarily
supply them to you at the market price available to us; or (b)
suspend this Agreement until as soon as we are reasonably
able to resume performance. This Agreement will otherwise
remain in full effect.
27. Notice. If we are required to give you written notice, we
will send it to your billing address or e-mail address and for
PrePay, your e-mail or via SMS text. When providing us with
written notice, you must send it to our address on the Customer
Agreement. You will be required to give proof of delivery. If a
change in Governing Law necessitates that we provide a group
of our customers with a general notice, we reserve the discretion
to do so by posting it on our website at www.justenergy.com
(you agree to visit it periodically to stay informed). Just Energy
is not responsible if you do not receive Notice due to incorrect
or outdated information provided at time of enrollment or failure
to update. For Prepaid, Customer consents to receive SMS
text messages from Just Energy, its afiliates, and/or business
partners regarding information about customer’s account,
new products, specials, promotions, and/or demand response
events. Standard message and data rates will apply to SMS
messages. Customers may opt-out of text messaging anytime
by texting “STOP” to [JE TEXT SHORT CODE].
28. Governing Law. The laws of the State of Texas govern this
Agreement.
29. Miscellaneous. This Agreement is the entire contract
between you and us. It can only be amended if agreed to by
our head office in a written notice to, or recorded telephone call
with you. If a part of this Agreement is deemed unenforceable,
for any reason, we can make the minimal changes for it to be
legal and enforceable. No delay by us to exercise our rights
under this Agreement will constitute a waiver of such rights. No
waiver of a Breach by you shall be interpreted as a waiver of
any other Breach. This Agreement ensures to the benefit of and
binds the parties and their respective successors and assigns.
We will maintain an updated “Your Rights as a Customer” on our
website and you agree to review it annually.
30. Emergency. In an emergency, call your Utility or appropriate
emergency personnel.
31. Account Update. We will communicate with you through an
Account Update process. At the time of your enrollment with us,
you must select the method we provide your Account Update
to you, either my email or SMS text message. The Account
Update contains account information which may include: your
Current Balance, recent electricity payments, the most recent
available energy consumption information as provided by the
TDU/TDSP (which may contain delayed information), updated
electricity price, estimated time and/or days of electricity service
remaining, confirmation of prepaid credit purchases, and/or other
notices. We have no obligation to resend Account Updates to
you, even if the message could not be delivered for any reason.
You are solely responsible for contacting Customer Service to
provide us with updated and correct contact information if: (1)
the information for your chosen method of Account Updates
contact has changed; (2) your chosen method of Account
Updates is not functioning properly; (3) your chosen method of
TX_JE_TOS_ENG_V07_AUG_31_23
Account Updates is invalid; (4) at any time after you have begun
receiving prepaid electricity service from us, 48 hours pass in
which you do not receive an Account Update; (5) or you have
not received an Account Update from us within 24 hours of any
payment to your account. We may assess an Account Update
Fee (up to $2.50) to you if you request an update through our
Customer Service Department.
32. Commercial Customer Protections Waiver. If you are a
non-residential customer whose annual peak demand is equal
to or exceeds 50 kW or 50 kVa during any 12-month period or a
non-residential customer whose load is part of an aggregation
in excess of 50 kilowatts during the same 12-month period, to
the extent allowed by law, you acknowledge and agree that
the customer protection rights prescribed in your contract and
PUC Substantive Rules §25.471, et seq. do not apply. You
may review the applicable rules at https://www.puc.texas.gov/
agency/rulesnlaws/subrules/electric/Electric.aspx.
33. Cancellation Fee Reimbursement. If applicable and as
disclosed during your residential customer enrollment, we will
reimburse up to $150 of your cancellation fee that your
previous electric provider charges you. Once approved, the
reimbursement will be applied to your electricity account with
Just Energy. Please note that if you switch away from Just
Energy within 12 months of the Start Date of your Agreement,
the cancellation fee must be repaid to Just Energy, and will be
included on your final bill. Please send a copy of the previous
electric provider's bill in one of the following ways:
Fax – 888.548.7690.
Email – [customersupport@justenergy.com]
Mail – C/O Cancellation Fee Reimbursement Program, 5251
Westheimer Road, Suite 1000, Houston, TX 77056
Paragraphs 34-38 apply only to Customers on prepaid
contract:
34. Summary of Usage and Payment (SUP). You can request a
SUP (summary of electric charges), which will be provided to you
via email or through the US Postal Service (USPS). We can charge
you up to $2.95 SUP Fee for each SUP requested via USPS.
35. Account Balance Refund Policy. Any account balance you
maintain will not be refunded while you are a customer of Just
Energy. Should you terminate electricity service with us (either
by moving out or switching your service to another REP), or if
we terminate electricity service with you, you are entitled to a
refund of your outstanding Current Balance, minus any deficit
balance accrued, any amounts owed under a Deferred Payment
Plan (DPP) and/or fees assessed until the date your electricity
service with Just Energy ends. Just Energy refers to this amount
as the “Closeout Balance (COB)”. If you are moving to a new
location, you are responsible for contacting Customer Service
and requesting that we close out your account, including
recording the COB at the time your service officially ends. If you
are switching to another REP, your COB will be determined by
us on the last day of your service with Just Energy. If your COB
is equal to or greater than $5.00, we will refund any unexpected
funds to you within ten (10) days of receipt of your final meter
reading. If your COB is less than $5.00, you must contact us to
request a refund, If you fail to request a refund , Just Energy will
report your COB to the state of Texas as unclaimed property.
You agree to allow Just Energy to donate this amount to an
energy assistance agency. Any unexpected funds donated by
an agency assistance agency will be refunded to that agency as
per the timeline specified above.
36. Warning Message Prior to Disconnection. We will send
a warning message to you via an Account Update 1-7 days
before your Current Balance is estimated to fall below the
Disconnection Balance as shown on your Prepaid Disclosure
Statement. If you continue to receive electricity, for any reason,
when your Current Balance is equal to or less than $0.00, your
account will accumulate a deficit balance.
37. Disconnection of Service for Prepaid Customers.
You must prepay for electricity consumption and maintain a
positive Current Balance on your account except as otherwise
authorized in this Agreement. We may contact the TDU/TDSP
to interrupt your electricity service if your Current Balance falls
below the Disconnection Balance as shown on your PDS. Your
deficit balance, if any, must be paid in full as well as an amount
sufficient to satisfy the Connection Balance before we can
initiate reconnection of service. Reconnection may result in re-
enrollment. Upon reconnection your Current Balance may be
subject to any charges or fees assessed by your Utility. It is our
recommendation that you have a Current Balance of at least
$20.00 in your account each day to avoid disconnection.
38. Deferred Payment Plan (DPP) Provisions for Prepaid
Customers. A DPP is an agreement between Just Energy
and a Customer that allows a Customer to pay an outstanding
balance in installments over an extended period. If at any
time your account has a deficit balance of $50.00 or more,
you may be eligible for a DPP, or if your Current Balance has
been exhausted due to an extreme weather emergency, under
billing, or disaster declaration you are eligible to enroll in DPP.
To determine eligibility, you must contact our Customer Service
department and request enrollment in a DPP. Just Energy may
transfer up to 50% of all your future payments to your DPP
balance until it is fully paid. As a condition of accepting the DPP,
you may be asked if we may place your account on a switch
hold until you satisfy the terms of the DPP. A switch hold means
that you will not be able to buy electricity from other companies
while the switch hold is in place. If you fail to adhere to the terms
in your DPP, your entire outstanding DPP balance will become
immediately due and included in your Current Balance. If this
causes your Current Balance to fall below the Disconnection
Balance, Just Energy may request that your utility interrupt your
service after one day’s notice of disconnection. Please contact
Just Energy for details.
38.1 Bill Payment Assistance: If you qualify for low-income
status or low-income assistance, have received energy
assistance in the past, or you think you will be in need of energy
assistance in the future, you should contact the billing assistance
program to confirm that you can qualify for energy assistance if
you need it.
TX_JE_TOS_ENG_V07_AUG_31_23
 Just Energy, PUCT Certificate No. 10052
24 HOUR SERVICE OUTAGE REPORTING AND LOAD SHED CONTACT INFORMATION FOR JUST ENERGY (“Your REP” or “We”)
Please use these numbers for reporting outages or other emergencies.
INTERNET ADDRESS: justenergy.com
TXU/ONCOR ENERGY: 888.313.4747 E-MAIL ADDRESS: CustomerSupport@justenergy.com
CENTERPOINT ENERGY: 800.332.7143 MAILING ADDRESS: P.O. Box 460008,
Houston,Texas 77056
Within Houston: 713.207.2222
TELEPHONE NUMBER: 866.587.8674
LUBBOCK POWER & LIGHT: 806.775.2509
Within Houston: 713.850.6790
AEP (WTU AND CP&L): 866.223.8508
FAX NUMBER: 888.548.7690
TEXAS NEW MEXICO POWER: 888.866.7456
OFFICE HOURS:
RESIDENTIAL: Monday - Friday 8:00 am to 7:00 pm CST
Saturday: 9:00 am to 6:00 pm CST
https://www.justenergy.com/TexasOutageLoadShed COMMERCIAL: Monday - Friday: 8:00 am to 6:00 pm CST

Your Rights as a Customer

PLEASE READ: THIS DOCUMENT CONTAINS IMPORTANT INFORMATION REGARDING YOUR RIGHTS AS A CUSTOMER
This document summarizes Your Rights as a Customer and is based on customer protection rules adopted by the Public Utility
Commission of Texas (PUCT). You may view the PUCT’s complete set of electric rules at http://www.puc.state.tx.us/agency/
rulesnlaws/subrules/electric/Electric.aspx.
1. Cancelling Service
Unauthorized Change of Service Provider or “Slamming”: A REP must obtain your verifiable authorization before switching your
electric service. If you believe your electric service has been switched without your authorization, you should ask the REP to provide
you with a copy of your authorization and verification. The REP must submit this to you within 5 business days of your request.
You may also file a complaint with the PUCT. Upon receipt of a complaint filed with the PUCT, the REP must take all actions within
its control to facilitate your prompt return to your original REP and cease any collections activities related to the switch until the
complaint has been resolved by the PUCT. If the PUCT determines your electric service was switched without authorization, the REP
must cancel all unpaid charges. The REP must pay all charges associated with returning you to your original REP within 5 business
days of your request, and refund to you any amount paid in excess of the charges that would have been imposed by your original
REP within 30 days of your request.

Cancellation of Service: You may cancel your agreement with your chosen REP without any penalty or fee if:
 You request cancellation within 3 federal business days after you have signed the Application for Service and received your
Terms of Service;
 You move to another premise and no longer have responsibility for electric service at the premise where service was being
provided;
 Market conditions change and the agreement allows your REP to terminate the agreement without penalty in response to such
changes; or
 You receive a notice from your REP of a material change in the context of this Agreement and you notify your REP of your request
for cancellation within 14 days of the date the notice is sent to you. Notice will not be issued for material changes that benefit you
or changes that are mandated by a regulatory agency.
If you request cancellation for a reason other than those listed above, exit fees will apply. To cancel your service during the cancellation
period, please use the notice of cancellation form or call your chosen REP’s phone number above. For details on cancellation after
the cancellation window has ended and on exit fees, please call your REP’s phone number above.
2. Billing
Unauthorized Charges or “Cramming”: Before new charges appear on your bill, your REP must inform you of the product or
service, all associated charges, and how these charges will be billed and obtain your consent to purchase the product or service. If
you believe your bill includes unauthorized charges, you may contact your REP to dispute the charges and file a complaint with the
PUCT. Your REP will not terminate your service or file an unfavorable credit report against you for nonpayment of disputed charges,
unless the dispute is resolved against you. If the charges are unauthorized, Your REP will cease charging you for the unauthorized
service or product, remove the unauthorized charge from your bill, and refund or credit all money you paid for any unauthorized
charge within 45 business days. If charges are not refunded or credited within three billing cycles, interest shall be paid to you on the
amount of any unauthorized charge until it is refunded or credited, calculated at an annual rate established by the PUCT. You may
request all billing records under your REP’s control related to any unauthorized charge within 15 days after the date the unauthorized
charge is removed from your bill. Your REP will not re-bill you for any charges determined to be unauthorized.
Payment Arrangement/Plan: If you cannot pay your bill, please call your REP immediately. Your REP will inform you of available
TX_JE_YRAC_ENG_V04_AUG_15_23
resources to help those in need. A REP must offer level payment plans to customers who are not currently delinquent in payment.
Your REP may offer you a Payment Arrangement that allows you to pay your bill after your due date, but before your next bill is
due. Additionally, your REP may offer you a Deferred Payment Plan, which allows you to pay an outstanding bill in installments that
extend beyond the due date of your next bill. Deferred Payment Plans must be offered (unless the customer previously defaulted or is
already on a Deferred or Level Payment Plan) during summer months (July – September) and winter months (January – February) or
during extreme weather emergencies to the following residential customers: (a) Critical Care/Chronic Condition (b) those expressing
an inability to pay as long as they have not been disconnected in the last 12 months, submitted more than 2 insufficient payments
during the last 12 months or received service for less than 3 months and lack of sufficient credit/payment history (c) whose bill
includes charges from previous under-billings. Your REP may require an initial payment of no more than 50% of the amount past
due with the rest payable in equal installments over at least five billing cycles, unless you agree to fewer installments. A Deferred
Payment Plan may include a 5% charge for late payment. If you do not fulfill the terms of the Payment Arrangement or Deferred
Payment Plan, Your REP may disconnect your service for nonpayment. For details on payment plans, please see your Terms of
Service or contact your REP. Your Rep has partnered with local agencies to distribute funds donated by our other customers, to help
those in need. Bill payment assistance may also be available by dialing 211, or by visiting www.211.org. This service is an excellent
resource of information about local assistance available and services.
Special Services: If you have a physical disability or require special assistance regarding your electric account, please contact your
REP to inquire about the process to become qualified for any special services that may be available to you.
Critical Care Residential Customer or Chronic Condition Residential Customer: You have the right to apply for Critical Care
Residential Customer or Chronic Condition Residential Customer designation. Upon your request, your REP will provide you with
the Application for Chronic Condition or Critical Care Residential Customer Status form. Your local TDU/TDSP will review your
application and determine eligibility. Your local TDU/TDSP shall mail a renewal notice before the expiration of your designation. A
Critical Care Residential Customer or Chronic Condition Residential Customer designation pursuant to this section does not relieve
a customer of the obligation to pay the REP for services provided.
A Critical Care Residential Customer is a residential customer who has a person permanently residing in his or her home who has
been diagnosed by a physician as being dependent upon an electric-powered medical device to sustain life. A Chronic Condition
Residential Customer is a residential customer who has a person permanently residing in his or her home who has been diagnosed
by a physician as having a serious medical condition that requires an electric-powered medical device or electric heating or cooling
to prevent the impairment of a major life function through a significant deterioration or exacerbation of the person’s medical condition.
Financial and Energy Assistance and Discounts: Your REP must offer bill payment assistance to customers who express an inability
to pay or need assistance with bill payment. An electric customer who receives food stamps, Medicaid, Temporary Assistance for
Needy Families (TANF) or Supplemental Security Income (SSI) from the Texas Health and Human Services Commission (THHSC),
or whose household income is not more than 150% of the federal poverty guidelines may qualify for energy assistance from the
Texas Department of Housing and Community Affairs (TDHCA).
Meter Testing: You have the right to request a meter test once every four years at no cost. Your REP can submit your request to
your utility electronically. If you ask to have your meter tested more than once every four years, and the meter is determined to be
functioning properly, then you may be charged a fee for the additional test(s) at the rate approved for your utility. Your utility will advise
you of the test results, including the test date, testing person and, if applicable, the removal date of the meter. You have the right to
be instructed on how to read your meter.
3. Service, Disconnection and Restoration
Disconnection of Service: If your payment for electric service is not received by the due date on your bill, Your REP will mail you a
separate disconnection notice. The disconnection notice will explain that your service may be disconnected. The disconnection date
will be no less than 10 (21 days for critical and chronic care) days from the date the notice is issued and may not fall on a holiday
or weekend. If, prior to the disconnection date, payment is received or satisfactory payment arrangements are made, your REP will
continue to serve you under the terms and conditions of service in effect prior to issuance of the disconnection notice. Your REP
cannot disconnect your service for any of the following reasons:
1. Failure to pay for electric service by a previous occupant of the premise if that occupant is not of the same household;
2. Failure to pay any charge unrelated to electric service;
3. Failure to pay a different type or class of electric service not included on the account’s bill when service was initiated;
4. Failure to pay underbilled charges that occurred more than six months in the past (except where related to theft of service);
5. Failure to pay disputed charges until your REP or the PUCT determines accuracy of the charges and you have been notified of
this determination;
6. Failure to pay an estimated bill unless the estimated bill is part of a pre-approved meter-reading program or in the event your utility
is unable to read the meter due to circumstances beyond its control; or
7. Failure to pay during an extreme weather emergency, during which deferred payment plans will be made available.
Just Energy may not disconnect your service if it receives notification by the disconnection date that an energy assistance provider
will make sufficient payment on your account.
Availability of Provider of Last Resort: If your electric service is terminated, you may obtain services from another REP or the
Provider of Last Resort (POLR). The POLR offers a standard retail service package. Information about the POLR and other REPs

TX_JE_YRAC_ENG_V04_AUG_15_23
can be obtained by calling 1.866.PWR.4.TEX or by visiting www.powertochoose.com.
Disconnection of Service: The PUCT has provided that under certain dangerous circumstances (such as unsafe electric line
situations) any REP, including the POLR, may authorize your utility to disconnect your electric service without prior notice to you.
Additionally, your REP may seek to have your electric service disconnected for any of the reasons listed below:
● Failure to pay a bill for electric service owed to your REP or to make a deferred payment arrangement by the disconnection date
set out in the disconnection notice;
● Failure to comply with the terms of a deferred payment agreement made with your REP or the POLR;
● Using service in a manner that interferes with the service of others or the operation of nonstandard equipment;
● Failure to pay a deposit required by your REP or the POLR; or
● Failure of the guarantor to pay the amount guaranteed when your REP or the POLR has a written agreement, signed by the
guarantor, which allows for the disconnection of the guarantor’s service.
Prior to disconnecting your service, your REP or the POLR must provide you a disconnection notice. This notice must be mailed to
you separately no earlier than the first day after the date your bill is due. The disconnection date must be no earlier than 10 days from
the date the notice is issued and may not fall on a holiday or weekend or the day preceding unless personnel are available to take
payments and service can be reconnected. Your REP or the POLR may not seek to have your electric service disconnected by your
utility for any of the reasons listed under the Disconnection of Service portion of this document. Additionally, your REP or the POLR
may not disconnect your electric service:
● For non-payment during an extreme weather emergency and must offer you a deferred payment plan for bills due during the
emergency; or
● For non-payment if you inform your REP or the POLR, prior to the disconnection date stated on the notice, that a permanent
resident on the premises has a critical or chronic need for electric service. However, to obtain this exemption, you must enter into
a deferred payment plan with your REP or the POLR and have the ill-person’s attending physician contact your REP or the POLR
and submit a written statement attesting to the necessity of electric service to support life or prevent a significant deterioration of
condition. This exemption from disconnection due to critical care shall be in effect for 63 days and may be applied for again after
the 63 days has expired and the deferred payment plan has been fulfilled.
Restoration of Service: If your service has been disconnected for non-payment, your REP will, upon satisfactory correction of the
reasons for the disconnection, notify your utility to reconnect your service. Your REP will continue to serve you under the terms and
conditions of service in effect prior to issuance of the disconnection notice. If your service was disconnected due to a dangerous
situation, your service will be reconnected once you notify your REP or the POLR that disconnected it that you have corrected and
satisfactorily resolved the dangerous situation.
4. Disputes
Complaint Resolution: Please contact your REP if you have specific comments, questions or complaints. You may submit a complaint
in person, by letter, facsimile, e-mail or telephone to your REP. Upon receipt of a complaint, your REP is required to investigate and
notify you of the results within 21 days. If you are dissatisfied with the results of our investigation, you may request a supervisory
review. Your REP must advise you of the results of the supervisory review within 10 business days of your request. If you are
dissatisfied with the results of the investigation or supervisory review, you may file a complaint with the PUCT at: P.O. Box 13326,
Austin, Texas, 78711-3326; telephone 512.936.7120 or in Texas (toll-free) 888.782.8477; fax 512.936.7003; e-mail customer@ puc.
state.tx.us; website address www.puc.state.tx.us; TTY 512.936.7136; Relay Texas (toll-free) 800.735.2989 or with the Office of the
Attorney General, Consumer Protection Division. For a complaint involving a disputed bill, your REP may not initiate collection or
termination activities or report the delinquency to a credit reporting agency with respect to the disputed portion of the bill. However,
after appropriate notice, your REP may send a termination notice for non-payment of any undisputed portion of the bill.
5. Other Protections
Do Not Call List: The PUCT will maintain a “Do Not Call List” of customers who do not want to receive telemarketing calls for electric
service. Customers may sign up for the list for a nominal fee. Please contact the PUCT to be placed on the Do Not Call List. Call
toll-free 1-888-309-0600, visit www.texasnocall.com, or mail your request to Texas No Call, 100 Summer Street Suite 800, Boston,
MA 02110. You may contact your REP for further details.
Language Availability: You may request to receive information from your REP in Spanish or English. Your REP does not market
in any other language. This includes the Application for Service and Terms of Service, Your Rights as a Customer, the Electricity
Facts Label, bills and bill notices, termination and disconnection notices, information on new electric services, discount programs,
promotions, and access to customer assistance. Privacy Rights: REPs are prohibited from disclosing or selling confidential customer
information, including your: name; address; account number and ESI ID(s); type or classification of service; historical electricity
usage; expected patterns of use; current charges or billing records; and the types of facilities used in providing your service; and the
individual terms, conditions and price of your agreement. This prohibition does not apply to the release of your information under
certain circumstances as required by law, including release of your information to the PUCT, any agent of your REP, credit reporting
agencies, law enforcement agencies or your utility. Your information will be shared with other REPs or aggregators only with your
consent.

TX_JE_YRAC_ENG_V04_AUG_15_23
 Just Energy, PUCT Certificate No. 10052
24 HOUR SERVICE OUTAGE REPORTING AND LOAD SHED CONTACT INFORMATION FOR JUST ENERGY (“Your REP” or “We”)
Utilice estos números para informar sobre otras emergencias.
INTERNET ADDRESS: justenergy.com
TXU/ONCOR ENERGY: 888.313.4747 E-MAIL ADDRESS: CustomerSupport@justenergy.com
CENTERPOINT ENERGY: 800.332.7143 MAILING ADDRESS: P.O. Box 460008,
Dentro de Houston: 713.207.2222 Houston,Texas 77056
LUBBOCK POWER & LIGHT: 806.775.2509 TELEPHONE NUMBER: 866.587.8674
Within Houston: 713.850.6790
AEP (WTU AND CP&L): 866.223.8508
FAX NUMBER: 888.548.7690
TEXAS NEW MEXICO POWER: 888.866.7456
OFFICE HOURS: Monday - Friday: 8:00 am to 7:00 pm CST
https://www.justenergy.com/TexasOutageLoadShed RESIDENTIAL: Saturday: 9:00 am to 6:00 pm CST
COMMERCIAL: Monday - Friday: 8:00 am to 6:00 pm CST

Sus Derechos Como Cliente

POR FAVOR LEA: ESTE DOCUMENTO CONTIENE INFORMACIÓN IMPORTANTE SOBRE SUS DERECHOS COMO CLIENTE.
Este documento resume sus derechos como cliente y se basa en las normas de protección al cliente adoptadas por la Comisión
de Servicios Públicos de Texas (PUCT). Puede ver el conjunto completo de reglas de la PUCT en http://www.puc.state.tx.us/
agency/rulesnlaws/subrules/electric/Electric.aspx.
1. Servicio de Cancelación
Cambio de Proveedor de Servicio no Autorizado o “Slamming”: El REP debe obtener su autorización verificable antes
de cambiar su servicio de electricidad. Si cree que su servicio ha sido cambiado sin su autorización, debe solicitar al REP que
le proporcione una copia de su autorización y verificación. El REP debe enviarle esto dentro de los 5 días hábiles posteriores a
su solicitud. También puede presentar una queja ante la PUCT. Al recibir una queja presentada ante la PUCT, el REP debe
tomar todas las medidas que estén a su alcance para facilitar su pronto regreso a su REP original y cesar cualquier actividad de
cobranza relacionada con el cambio hasta que la PUCT haya resuelto la queja. Si la PUCT determina que su servicio eléctrico
fue cambiado sin autorización, el REP debe cancelar todos los cargos impagos. El REP debe pagar todos los cargos asociados
con su regreso a su REP original dentro de los 5 días hábiles posteriores a su solicitud, y reembolsarle cualquier monto pagado
en exceso de los cargos que le habría impuesto su REP original dentro de los 30 días posteriores a su solicitud.
Cancelación del Servicio: Puede cancelar su acuerdo con el REP elegido sin penalización ni cargo si:.
¨ Usted solicita la cancelación dentro de los 3 días hábiles federales después de haber firmado la Solicitud de servicio y recibido
sus Términos de Servicio;
¨ Se muda a otro local y ya no tiene la responsabilidad del servicio eléctrico en el local donde se prestaba el servicio;
¨ Las condiciones del mercado cambian y el acuerdo permite que su REP rescinda el acuerdo sin penalización en respuesta
a dichos cambios; o
¨ Recibe un aviso de su REP de un cambio sustancial en el contexto de este Acuerdo y notifica a su REP de su solicitud
de cancelación dentro de los 14 días posteriores a la fecha en que se le envía el aviso. No se emitirá un aviso para
cambios materiales que lo beneficien o cambios que sean exigidos por una agencia reguladora.
Si solicita la cancelación por un motivo distinto de los enumerados anteriormente, se aplicarán tarifas de salida. Para cancelar
su servicio durante el período de cancelación, utilice el formulario de notificación de cancelación o llame al número de teléfono de
su REP elegido arriba. Para obtener detalles sobre la cancelación después de que haya finalizado la ventana de cancelación
y sobre las tarifas de salida, llame al número de teléfono de su REP que se encuentra arriba.
2. Facturación
Cargos no autorizados o "Cramming": antes de que aparezcan nuevos cargos en su factura, su REP debe informarle sobre
el producto o servicio, todos los cargos asociados y cómo se facturarán estos cargos y debe obtener su consentimiento
para comprar el producto o servicio. Si cree que su factura incluye cargos no autorizados, puede comunicarse con su REP para
disputar los cargos y presentar una queja ante la PUCT. Su REP no cancelará su servicio ni presentará un informe de crédito
desfavorable en su contra por falta de pago de los cargos en disputa, a menos que la disputa se resuelva en su contra. Si los
cargos no están autorizados, su REP dejará de cobrarle por el servicio o producto no autorizado, eliminará el cargo no autorizado
de su factura y le reembolsará o acreditará todo el dinero que pagó por cualquier cargo no autorizado dentro de los 45 días hábiles.
Si los cargos no se reembolsan o acreditan dentro de los tres ciclos de facturación, se le pagarán intereses sobre el monto de
cualquier cargo no autorizado hasta que se reembolse o acredite, calculados a una tasa anual establecida por la PUCT. Puede
solicitar todos los registros de facturación bajo el control de su REP relacionados con cualquier cargo no autorizado dentro de
los 15 días posteriores a la fecha en que se eliminó el cargo no autorizado de su factura. Su REP no le volverá a facturar ningún
cargo que se determine no autorizado.
Acuerdo/Plan de Pago: si no puede pagar su factura, llame a su REP de inmediato. Su REP le informará sobre los recursos
disponibles para ayudar a personas con necesidad. El REP debe ofrecer planes de pago nivelado a los clientes que
actualmente no están en mora en el pago. Su REP puede ofrecerle un Acuerdo de Pago que le permita pagar su factura
después de la fecha de vencimiento, pero antes de que venza su próxima factura. Además, su REP puede ofrecerle un Plan de
Pago Diferido, que le permite pagar una factura pendiente en cuotas que se extiendan más allá de la fecha de vencimiento de
su próxima factura. Se deben ofrecer planes de pago diferido (a menos que el cliente haya incumplido previamente o ya esté
en un plan de pago diferido o nivelado) durante los meses de verano (julio a septiembre) y los meses de invierno (enero a febrero)
o durante emergencias climáticas extremas a los siguientes clientes residenciales: (a) con Cuidado Crítico/Condición Crónica
(b) aquellos que expresan una incapacidad de pago siempre que no hayan sido desconectados en los últimos 12 meses,
presentado más de 2 pagos insuficientes durante los últimos 12 meses o recibido servicio por menos de 3 meses y falta de
suficiente historial de crédito/pago (c) cuya factura incluye cargos de subfacturaciones anteriores. Su REP puede requerir un pago
inicial de no más del 50% del monto vencido y el resto pagadero en cuotas iguales durante al menos cinco ciclos de facturación,
a menos que acepte menos cuotas. Un Plan de Pago Diferido puede incluir un cargo del 5% por pago atrasado. Si no cumple
con los términos del Acuerdo de pago o del Plan de Pago Diferido, su REP puede desconectar su servicio por falta de pago. Para
obtener detalles sobre los planes de pago, consulte sus Términos de Servicio o comuníquese con su REP. Su representante se ha
asociado con agencias locales para distribuir fondos donados por nuestros clientes, para ayudar a necesitados. La asistencia para el
pago de facturas también puede estar disponible llamando al 211 o visitando www.211.org. Este servicio es un excelente recurso
de información sobre la asistencia local disponible y los servicios.
Servicios Especiales: si tiene una discapacidad física o necesita asistencia especial con respecto a su cuenta de electricidad,
comuníquese con su REP para consultar sobre el proceso para calificar para cualquier servicio especial que pueda estar
disponible para usted.

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Cliente residencial de cuidados críticos o Cliente residencial de condiciones crónicas: Tiene derecho a solicitar la
designación de Cliente residencial de cuidados críticos o Cliente residencial de condiciones crónicas. Si lo solicita, su REP le
proporcionará el formulario de Solicitud de condición de cliente residencial de atención crítica o condición crónica. Su TDU local
revisará su solicitud y determinará la elegibilidad. Su TDU local enviará por correo un aviso de renovación antes de que expire
su designación. Una designación de Cliente Residencial de Cuidado Crítico o Cliente Residencial de Condición Crónica de
conformidad con esta sección no exime al cliente de la obligación de pagar al REP por los servicios prestados.
Un cliente residencial de cuidados intensivos es un cliente residencial que tiene una persona que reside permanentemente
en su hogar y que ha sido diagnosticada por un médico como dependiente de un dispositivo médico eléctrico para mantener
la vida. Un cliente residencial con afección crónica es un cliente residencial que tiene una persona que reside permanentemente
en su hogar a quien un médico le ha diagnosticado una afección médica grave que requiere un dispositivo médico eléctrico
o calefacción o refrigeración eléctrica para evitar el deterioro. de una función importante de la vida a través de un deterioro
significativo o exacerbación de la condición médica de la persona.
Descuentos y Asistencia Financiera y de Energía: su REP debe ofrecer asistencia con el pago de facturas a los clientes
que expresen su incapacidad para pagar o que necesiten asistencia con el pago de facturas. Un cliente de electricidad que
recibe cupones de alimentos, Medicaid, Asistencia Temporal para Familias Necesitadas (TANF) o Seguridad de Ingreso
Suplementario (SSI) de la Comisión de Salud y Servicios Humanos de Texas (THHSC), o cuyo ingreso familiar no supera el
150% de las pautas de pobreza federales, pueden calificar para asistencia energética del Departamento de Vivienda y Asuntos
Comunitarios de Texas (TDHCA). Prueba de medidor: Tiene derecho a solicitar una prueba de medidor una vez cada cuatro
años sin costo alguno. Su REP puede enviar su solicitud a su empresa de servicios públicos electrónicamente. Si solicita que se
pruebe su medidor más de una vez cada cuatro años, y se determina que el medidor funciona correctamente, es posible que se le
cobre una tarifa por las pruebas adicionales a la tarifa aprobada para su empresa de servicios públicos. Su empresa de servicios
públicos le informará sobre los resultados de la prueba, incluida la fecha de la prueba, la persona que realizó la prueba y, si
corresponde, la fecha de retiro del medidor. Tiene derecho a recibir instrucciones sobre cómo leer su medidor.
3. Servicio, Desconexión y Restauración
Desconexión del Servicio: si su pago por el servicio eléctrico no se recibe antes de la fecha de vencimiento que figura en
su factura, su REP le enviará por correo un aviso de desconexión por separado. El aviso de desconexión explicará que su
servicio puede ser desconectado. La fecha de desconexión no será inferior a 10 (21 días para cuidados críticos y crónicos) a partir
de la fecha de emisión del aviso y no podrá ser un día feriado o fin de semana. Si, antes de la fecha de desconexión, se recibe el
pago o se hacen arreglos de pago satisfactorios, su REP continuará sirviéndole bajo los términos y condiciones de servicio vigentes
antes de la emisión del aviso de desconexión. Su REP no puede desconectar su servicio por ninguna de las siguientes razones:
1. La falta de pago del servicio eléctrico por parte de un ocupante anterior del inmueble si ese ocupante no es del mismo hogar;
2. Falta de pago de cualquier cargo no relacionado con el servicio eléctrico;
3. Falta de pago de un tipo o clase diferente de servicio eléctrico no incluido en la factura de la cuenta cuando se inició el servicio;
4. Falta de pago de cargos subfacturados que ocurrieron hace más de seis meses (excepto cuando estén relacionados con el
robo del servicio);
5. Falta de pago de los cargos en disputa hasta que su REP o la PUCT determinen la exactitud de los cargos y usted haya
sido notificado de esta determinación;
6. Falta de pago de una factura estimada a menos que la factura estimada sea parte de un programa de lectura de medidor
pre-aprobado o en el caso de que su empresa de servicios públicos no pueda leer el medidor debido a circunstancias fuera
de su control; o
7. Falta de pago durante una emergencia climática extrema, durante la cual se pondrán a disposición planes de pago diferido.
Es posible que Just Energy no desconecte su servicio si recibe una notificación antes de la fecha de desconexión de que
un proveedor de asistencia de energía realizará un pago suficiente en su cuenta.
Disponibilidad del Proveedor de Último Recurso: Si se cancela su servicio eléctrico, puede obtener servicios de otro REP o
de un Proveedor de Último Recurso (POLR). El POLR ofrece un paquete de servicio minorista estándar. Puede obtener
información sobre POLR y otros REP llamando al 1.866.PWR.4.TEX o visitando www.powertochoose.com.
Desconexión del Servicio: La PUCT ha dispuesto que bajo ciertas circunstancias peligrosas (como situaciones de líneas
eléctricas inseguras) cualquier REP, incluido el POLR, puede autorizar a su empresa de servicios públicos a desconectar
su servicio eléctrico sin previo aviso. Además, su REP puede solicitar que se desconecte su servicio eléctrico por cualquiera de
los motivos enumerados a continuación:
• No pagar una factura por el servicio eléctrico adeudado a su REP o no hacer un arreglo de pago diferido antes de la fecha
de desconexión establecida en el aviso de desconexión;
• Incumplimiento de los términos de un acuerdo de pago diferido realizado con su REP o el POLR;
• Usar el servicio de una manera que interfiera con el servicio de otros o la operación de equipos no estándar;
• Falta de pago de un depósito requerido por su REP o el POLR; o
• Incumplimiento del garante en el pago del monto garantizado cuando su REP o el POLR tiene un acuerdo escrito, firmado
por el garante, que permite la desconexión del servicio del garante.
Antes de desconectar su servicio, su REP o el POLR deben proporcionarle un aviso de desconexión. Este aviso debe enviarse
por correo por separado no antes del primer día después de la fecha de vencimiento de su factura. La fecha de desconexión
no debe ser anterior a 10 días a partir de la fecha de emisión del aviso y no puede caer en un feriado o fin de semana o el día
anterior, a menos que haya personal disponible para recibir pagos y el servicio pueda reconectarse. Su REP o el POLR no pueden
solicitar que su empresa de servicios públicos desconecte su servicio eléctrico por ninguna de las razones enumeradas en la
sección Desconexión del Servicio de este documento. Además, su REP o el POLR no pueden desconectar su servicio eléctrico:
• Por falta de pago durante una emergencia climática extrema y debe ofrecerle un plan de pago diferido para las facturas
adeudadas durante la emergencia; o
• Por falta de pago si informa a su REP o al POLR, antes de la fecha de desconexión indicada en el aviso, que un
residente permanente en las instalaciones tiene una necesidad crítica o crónica de servicio eléctrico. Sin embargo,
para obtener esta exención, debe entrar en un plan de pago diferido con su REP o el POLR y hacer que el médico
tratante de la persona enferma se comunique con su REP o el POLR y presente una declaración por escrito que
certifique la necesidad del servicio eléctrico para sustentar la vida, o prevenir un deterioro significativo de la condición.
Esta exención de desconexión por cuidados críticos tendrá una vigencia de 63 días y podrá solicitarse nuevamente una vez
transcurridos los 63 días y cumplido el plan de pago diferido.
Restablecimiento del Servicio: si su servicio ha sido desconectado por falta de pago, su REP, luego de corregir
satisfactoriamente los motivos de la desconexión, notificará a su empresa de servicios públicos para que vuelva a conectar
su servicio. Su REP continuará sirviéndole bajo los términos y condiciones de servicio vigentes antes de la emisión del aviso
de desconexión. Si su servicio fue desconectado debido a una situación peligrosa, su servicio será reconectado una vez que
notifique a su REP o al POLR que lo desconectó que ha corregido y resuelto satisfactoriamente la situación peligrosa.

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4. Disputas
Resolución de Quejas: comuníquese con su REP si tiene comentarios, preguntas o quejas específicas. Puede presentar
una queja en persona, por carta, fax, correo electrónico o teléfono a su REP. Al recibir una queja, su REP debe investigar y
notificarle los resultados dentro de los 21 días. Si no está satisfecho con los resultados de nuestra investigación, puede solicitar
una revisión de supervisión. Su REP debe informarle los resultados de la revisión supervisada dentro de los 10 días hábiles
posteriores a su solicitud. Si no está satisfecho con los resultados de la investigación o revisión, puede presentar una queja ante
la PUCT en: P.O. Box 13326, Austin, Texas, 78711-3326; Teléfono 512.936.7120 o en Texas (llamada gratuita) 888.782.8477;
fax 512.936.7003; envíe un correo electrónico a customer@puc.state.tx.us; dirección del sitio web www.puc.state.tx.us;
TTY 512.936.7136; Relay Texas (línea gratuita) 800.735.2989 o con la Oficina del Fiscal General, División de Protección al
Consumidor. Para una queja que involucre una factura en disputa, su REP no puede iniciar actividades de cobro o terminación
ni informar la morosidad a una agencia de informes crediticios con respecto a la parte en disputa de la factura. Sin embargo,
después de la notificación correspondiente, su REP puede enviar una notificación de rescisión por falta de pago de cualquier
parte no disputada de la factura.
5. Otras protecciones
Lista de no Llamar: La PUCT mantendrá una “Lista de no llamar” de clientes que no desean recibir llamadas de telemercadeo
para el servicio eléctrico. Los clientes pueden inscribirse en la lista por una tarifa nominal. Comuníquese con la PUCT para ser
incl uido en la lista de No Llamar. Llame sin cargo al 1-888-309-0600, visite www.texasnocall.com o envíe su solicitud por correo
a Texas No Call, 100 Summer Street Suite 800, Boston, MA 02110. Puede comunicarse con su REP para obtener más detalles.
Disponibilidad de Idiomas: puede solicitar recibir información de su REP en español o inglés. Su REP no comercializa en
ningún otro idioma. Esto incluye la Solicitud de Servicio y los Términos del Servicio, Sus Derechos como Cliente, la Etiqueta
de Datos de Electricidad, facturas y avisos de facturas, avisos de terminación y desconexión, información sobre nuevos
servicios eléctricos, programas de descuento, promociones y acceso a asistencia al cliente. Derechos de Privacidad: los REP
tienen prohibido divulgar o vender información confidencial del cliente, incluyendo su: nombre; dirección; número de cuenta y
ESIID(s); tipo o clasificación del servicio; uso histórico de electricidad; patrones esperados de uso; cargos actuales o registros
de facturación; los tipos de instalaciones utilizadas en la prestación de su servicio; y los términos, condiciones y precio
individuales de su acuerdo. Esta prohibición no se aplica a la divulgación de su información en determinadas circunstancias,
según lo exige la ley, incluida la divulgación de su información a la PUCT, cualquier agente de su REP, agencias de informes
crediticios, agencias del orden público o su empresa de servicios públicos. Su información se compartirá con otros REP
o agregadores solo con su consentimiento.

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